Watch stolen while in for repair..

[Ratski83]

Looking for a little bit of advice if that is ok.

I dropped a watch in with a supposedly reputably jewellery shop to be repaired back at the beginning of March. I hadn't heard anything for a while so I sent my mother in to enquire a couple of weeks ago and they informed her that the watch had come back after being repaired but a woman had come in to the shop on that day and stolen it from behind the counter while the attendant was with another customer. They had CCTV of her, police are investigating and they are claiming on their insurance and I should be receiving a new watch in replacement.

I searched online and found an article which stated that the theft occurred on the 9th April but we where not informed until the middle of May when we enquired about how the repairs where going. Latest update as of today is that it is still on going with their insurers and we should have an update soon.

I am not particularly happy with them not informing us immediately after it happened and also in the time it is taking to get either replacement or compensation.

Would you be patient or be busy filling out the online small claims form? Thanks

[NDA]

What was the watch and is there any possible dispute about it's value?

I would write saying that you expect this to be resolved by XX date and the receipt of an identical replacement - or money equivalent to the value.

[Ratski83]

Thanks I'll get cracking on a letter.

It was a 2012 non date ceramic Submariner 114060, I paid 5k for it back then but think it is 5450 or something now.

[Gary C]

What a nightmare.

Does it have special sentimental value too ? My omega was a 50th from my wife and a simple replacement would not be enough, I'd want something else, especially as they seemed to have tried to hide it.

Looks like they were trying to get a replacement before you noticed.

[Hoofy]

Gary C said:

My omega was a 50th from my wife and a simple replacement would not be enough, I'd want something else

It's a tricky one. What is enough? The beating heart of their first born? <Dr Evil> One million dollars? An Omega and a banana?

[dc2rr07]

I would of expected them to either replace the watch or offer you the equivalent in cash straight away, it is their problem not yours so they should be the party waiting for the insurance to pay out not you.

[Ratski83]

Gary C said:

What a nightmare.

Does it have special sentimental value too ? My omega was a 50th from my wife and a simple replacement would not be enough, I'd want something else, especially as they seemed to have tried to hide it.

Looks like they were trying to get a replacement before you noticed.

Fortunately not just one I treated myself with but was one of the first of the new ceramic non dates to be released. I've been wearing my late father's 1960s GMT Master while it has been in for repair and I would be absolutely livid if it had been this one.

[Ratski83]

dc2rr07 said:

I would of expected them to either replace the watch or offer you the equivalent in cash straight away, it is their problem not yours so they should be the party waiting for the insurance to pay out not you.

This is my thoughts too but my mum has used them for years and doesn't seem to want to offend them but my patience is running out.

[Hoofy]

Ratski83 said:

dc2rr07 said:

I would of expected them to either replace the watch or offer you the equivalent in cash straight away, it is their problem not yours so they should be the party waiting for the insurance to pay out not you.

This is my thoughts too but my mum has used them for years and doesn't seem to want to offend them but my patience is running out.

Even more reason for them to sort this out ASAP.

[Gary C]

Hoofy said:

Gary C said:

My omega was a 50th from my wife and a simple replacement would not be enough, I'd want something else

It's a tricky one. What is enough? The beating heart of their first born? <Dr Evil> One million dollars? An Omega and a banana?

I know, your right but trying to cover it up and possibly deliver a different watch would be appaling.

I would want the shop to tell me straight away and then discuss what would be acceptable.

If you see what I mean, didn't mean 'compensation', more like honesty, a replacement, an apology at the very least.

[Hoofy]

Gary C said:

Hoofy said:

Gary C said:

My omega was a 50th from my wife and a simple replacement would not be enough, I'd want something else

It's a tricky one. What is enough? The beating heart of their first born? <Dr Evil> One million dollars? An Omega and a banana?

I know, your right but trying to cover it up and possibly deliver a different watch would be appaling.

I would want the shop to tell me straight away and then discuss what would be acceptable.

If you see what I mean, didn't mean 'compensation', more like honesty, a replacement, an apology at the very least.

Yeah, I agree of course. I'd be gutted like you if an item was stolen that had sentimental value.

[sandman77]

Is the shop a Rolex AD? If not they may not be able to source you a replacement. If the simply give you cash to buy yourself a new replacement you could be in for quite a wait till an AD can get you a watch. What a nightmare .

[boyse7en]

dc2rr07 said:

I would of expected them to either replace the watch or offer you the equivalent in cash straight away, it is their problem not yours so they should be the party waiting for the insurance to pay out not you.

It's a nice idea, and would be great if they could do that, but if it is a small jewellers then I doubt they would have the cash available to just hand over £5k like that. Many small businesses don't have the cashflow to have that sort of money just lying around.

[Hoofy]

boyse7en said:

dc2rr07 said:

I would of expected them to either replace the watch or offer you the equivalent in cash straight away, it is their problem not yours so they should be the party waiting for the insurance to pay out not you.

It's a nice idea, and would be great if they could do that, but if it is a small jewellers then I doubt they would have the cash available to just hand over £5k like that. Many small businesses don't have the cashflow to have that sort of money just lying around.

Then they shouldn't leave their customers' watches £5k lying around!

[elanfan]

It’s quite likely that the shop isn’t insured for shoplifting. There’s been no hold up nor break in so it’s not normally covered. They can buy specialist cover that will cover the circumstances but it’s expensive and most jewellers don’t bother.

Reckon they’re spinning a yarn or hoping the police turn something up. Watch will have been sold by now.

[aeropilot]

sandman77 said:

Is the shop a Rolex AD? If not they may not be able to source you a replacement. If the simply give you cash to buy yourself a new replacement you could be in for quite a wait till an AD can get you a watch. What a nightmare .

^This.

Would guess not an AD (almost certainly not as they would keep a customers Sub in their safe until collected) so, yes, as said, likely not insured for shoplifting, and probably unlikely to be able to source a replacement given SS sports availability issues in UK currently. They maybe trying to source one from abroad via contacts in the trade?

Which then begs the question, why on earth were you putting a relatively new Sub into a non-AD for repair...!!

[GCH]

Sounds awfully like they were going to give you a replacement and hope you didn’t notice - why would most people (not watch geeks) notice a switch immediately, given the serial # is under the bracelet?
Or perhaps they would have told you, but given they didn’t immediately at the time of theft it sounds somewhat unlikely.

Either way it is appalling service and I would be in touch with the cops.

Edited by GCH on Friday 25th May 11:39

[Ratski83]

Thanks for the advice.

I used them this time as my mum was dropping of her Cartier to get fixed she said they where good and their watch repairer was an old chap who used to work for Rolex apparently. It’s 5/6 years old and I had no plans on selling it so thought why not but lesson learned.

Anyhow I called them they apparently do have shoplifting insurance and waiting for a response on the claim. I told them they’ll be receiving a letter shortly on when I expect this issue to be resolved by or I’ll be taking it to the small claims court.

Thanks again.

[cbmotorsport]

I doubt they were going to try and fob you off with a different watch, that's a bit ridiculous. More likely they were hoping that the watch would be quickly recovered by the police due to the CCTV etc, and they would be able to return it to you, non the wiser.

It doesn't excuse their behaviour. Honesty is always the best policy in these situations.

[Ratski83]

Yeah I do agree with that and the serial number is visible on the inner bezel surround of the newer Rolexes so easier to spot.

Anyhow they are saying I am getting a new one as replacement so will keep you posted if they manage to source one.